Call Specialist

The Opportunity Alliance; United States; Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Medical benefits

Dental & Vision insurance

Life insurance

Disability insurance

Retirement plan 403(b)

Tuition reimbursement

PSLF eligible

Job summary

The Opportunity Alliance is seeking a dedicated Call Specialist to join the 211 Maine Contact Center. You will manage calls, texts and emails from individuals seeking access to health and human services, delivering quality customer service with empathy and informed problem-solving. Documentation must be thorough and timely across multiple platforms.

The role is full-time with a 32-hour schedule. Office is based in South Portland, ME; remote work may be discussed during interview, with on-site

Qualifications

• High School Diploma or equivalent required. Associates Degree preferred.
• Ability to obtain CIRS certification within 3 years.
• Proficiency with Microsoft Office and general computer skills.
• Experience in a call center or Information & Referral is preferred.
• Attention to detail and strong time management.
• Ability to pass background checks.

Responsibilities

• Answer and triage calls, texts, and emails from individuals seeking access to health and human services.
• Provide empathetic customer service and informed problem-solving.
• Document interactions accurately and timely per program standards.
• Operate across multiple platforms and tools as required.
• Coordinate with team for referrals and resources.

Skills

Customer service

Written communication

Verbal communication

Education

High school diploma

Associates degree preferred

Tools

Microsoft Office

Job description

Call Specialist

211 Maine / Contact Center

Pay rate: $19.00/hour

The Opportunity Alliance is looking to hire a full-time Call Specialist(s) to jump in and support the Contact Center/211 Maine.

211 Maine is a free, confidential information and referral service. Our Call Specialists receive calls, texts and emails from individuals seeking access to health and human services and guidance to help them connect with essential community services. In this role, our specialists are expected to provide quality customer service, empathetic care, and informed problem-solving skills for individuals in need. This position will also require complete, thorough and accurate documentation as required by the program with timeliness to meet program standards. Comfort with multiple platforms is crucial to the successful completion of training.

Schedule: Full-time, 32 hours.

211 Maine is a 24-hour program, flexibility is required.

Location: Office is based in South Portland, ME. Remote work may be an option to be discussed during an interview.

Will be required to attend an on-site orientation and some on-site training may be required.

Qualifications:

• High School Diploma or equivalent required. Associates Degree preferred.
• Ability to obtain certification as an Information and Referral Specialist (CIRS) within 3 years.
• Computer proficiency in Microsoft Office required. Strong working knowledge of computers and software programs required.
• Previous experience (in a call center or providing Information & Referral) preferred
• High degree of accuracy and attention to detail at all times and an ability to plan and utilize time in an efficient manner required.
• Ability to take initiative required.
• Excellent written and verbal communication skills required.
• Must be able to successfully pass a criminal background, child protective service check & sex offender check.
• Must not be on the state or federal suspension and disbarment list.
• Normal office conditions such as sitting, with occasional standing, walking, reaching, stooping, bending, kneeling, crouching, typing and lifting up to 10 pounds.
• Driving may be necessary to attend meetings and trainings but is not a primary and essential job responsibility.

Benefits: Our benefits include but are not limited to:

(offered to full-time and part-time employees)

• Generous paid time off accrual
• 9paid holidays per calendar year and up to 3 floating holidays per calendar year
• Excellent medical benefits at very reasonable cost
• Dental and Vision insurance options
• Agency paid basic life insurance and STD & LTD disability insurances
• 403(b) retirement with a generous agency match (all employees are eligible)
• Tuition Reimbursement –offered once per year through an application process
• The Opportunity Alliance (TOA) is a qualified employer under thePublic Service Loan Forgiveness (PSLF)program.

To learn more about our benefits please visit, https://www.opportunityalliance.org/explore-our-benefits

Who we are

The Opportunity Alliance is "Helping People Reach for a Brighter Future".

Mission: The Opportunity Alliance works with people to build better lives and stronger communities. We provide advocacy, leadership, and support to identify the goals and address the needs of individuals, families, and communities.

The Opportunity Alliance (TOA) is a dynamic, results-focused Community Action Agency providing approximately 50 integrated community-based and clinical programs serving more than 20,000 people annually throughout the state of Maine. With over 50 years of experience, TOA draws from a comprehensive set of programs which address issues such as mental health, substance use, homelessness, lack of basic needs, and access to community supports.Through an extensive array of services, TOA provides opportunities for individuals to stabilize fragile situations and then works with them to achieve self-sufficiency.TOA is client-focused with extensive experience working with diverse client populations. TOA programming includes four key sectors of service:

• Mental Health & Wellness
• Community Building
• Family & Early Childhood Education
• Economic Resources

Thank you!